Caller deflection and response system and method

ABSTRACT

Provided are a call deflection and response system and method, wherein a voice call from a caller device is received, a skill group is determined to resolve an issue associated with the call, and a callback or a text response to the issue is provided to the caller device, providing a context-based personalized response. A caller leaves a detailed voicemail explaining an issue needing resolution, which is electronically transcribed and then run through a classifier to determine concepts and intents associated with the call. Based on the concepts and intents, responsibility for the call and associated files are transferred to a particular skill group on a response system for resolution. A response entity from the appropriate skill group determines and provides an issue response via callback or text message to the caller device, e.g., to the caller&#39;s mobile phone.

CROSS-REFERENCE TO RELATED APPLICATIONS

The present application is a continuation of U.S. patent applicationSer. No. 16/398,652 filed Apr. 30, 2019, which is a continuation-in-partapplication of U.S. patent application Ser. No. 16/186,502 filed Nov.10, 2018, entitled CALLER DEFLECTION AND RESPONSE SYSTEM AND METHOD, thecontents of which are incorporated by reference.

FIELD OF INTEREST

The present inventive concepts relate to the field of call responsesystems, and more particularly to customer call response systems usinginteractive voice response (IVR).

BACKGROUND

Customer service phone calls are frequently handled, at least initially,by an interactive voice response (IVR) system. Most digitaltransformation initiatives at enterprises feature a requirement todeflect and offload phone calls to agents to lower-cost digitalchannels. This often includes an offer to engage the caller with a chatagent who will open up a chat session with the caller, forcing thatcaller to start the resolution process over.

For instance, in existing IVR to SMS deployments, the caller is offeredan opportunity to chat with an agent. If the caller opts for thatoption, the caller will receive an offer to chat via an SMS, but thechat agent has no other information about the caller. They are startingfrom scratch, even though the caller may have gone through numerous IVRprompts, has waited on hold, and typically has given some amount ofinformation to the IVR by virtue of spoken or DTMF-based response.

That is, the new resolution process forces the customer to engage in anoften lengthy communication process, with numerous back and forth textmessages required to resolve an issue. As more and more calls aredeflected in this manner, this creates the potential for another badcustomer experience in the Short Message Service (SMS) texting channel,as has happened in the interactive voice response (IVR) voice channel.

Some IVRs allow virtual queuing, rather than deflecting the caller to achat agent. Virtual queuing allows a caller that is on hold and in aqueue waiting for a customer service agent to become available, to havean agent call them back rather than wait on hold. If the caller opts forthat option, they will receive a callback, but the customer serviceagent will have limited information about the caller. They are sometimesstarting from scratch, even though the caller may have gone throughnumerous IVR prompts, has waited on hold, and typically has given someamount of information to the IVR by virtue of spoken or DTMF-basedresponses.

SUMMARY

Provided are a deflection and response system and method. In accordancewith the inventive concepts, such systems and methods deflect voicecalls received from an IVR system to a deflection and response systemhaving text capability and/or a call back (of call after) capability.The deflection and response system is configured to resolve a caller'sissue by replying with a context-based personalized response in the formof a text message, e.g., a SMS/MMS/RCS text message, or with a callbackby an informed callback agent.

The system enables the method by allowing individuals to state an issueto be resolved, i.e., the reason for the call. The caller's audio inputsare recorded and processed to determine a caller intent from informationdetermined, at least in part, from the audio input. The intent can be arequest for a problem solution and/or information, as examples. Thesystem further enables the method by determining an appropriate responseentity for resolution and directing information and data filesassociated with the caller and the caller's intent to the responseentity. Having access to such information and data files, the responseentity can perform research and/or troubleshooting useful fordetermining a response associated with the resolution to the caller'sissue. The response can be from a chat agent via a text message to thecaller's electronic device (e.g., mobile phone) and/or a callback from acall agent, each a response entity. The text message could includealphanumeric words, phrases, numbers, icons, graphics, audio, video,hyperlinks, and the like, and/or combinations of two or more thereof.

Systems and methods in accordance with the inventive concepts provide,therefore, an improved caller (or customer) experience, with servicedelivered at a far lower cost than provided by existing approaches. Eachsuccessfully deflected call yields an immediate financial benefit in theform of lower cost of transaction, and potentially a mid- and long-termbenefit for an entity servicing the caller by moving the caller (orcustomer) from a high-cost service channel (live voice) to a lower costdigital channel (chat) or to a callback channel.

In accordance with aspects of the inventive concepts, provided is acallback method, carried out by a plurality of processors accessing oneor more computer memory. The method comprises electronicallytranscribing at least one audio file to form an electronictranscription, the at least one audio file associated with an audio calldescribing an issue; processing the electronic transcription todetermine concepts and intents of the audio call; determining a skillgroup from a plurality of skill groups based on the determined conceptsand intents, the concepts and intents indicating a subject matter of theissue and the skill group having a predetermined association with thesubject matter; and electronically forwarding the transcription to aresponse system including the skill group for determining an issueresponse. The method further includes electronically initiating acallback to a caller device associated with the audio call by a callbackprocessor.

In various embodiments, the method further comprises electronicallyforwarding the at least one audio file and/or a transcription confidencescore to the response system.

In various embodiments, the method further comprises electronicallyauthenticating a caller and/or the caller device associated with theaudio call.

In various embodiments, electronically authenticating the caller and/orthe caller device includes using voice biometrics authenticationprocessing.

In various embodiments, the method further comprises electronicallyaccessing stored account information associated with the authenticatedcaller and/or the caller device and electronically forwarding the storedaccount information to the response system.

In various embodiments, the method further comprises an interactivevoice response (IVR) system applying natural language processing and/orconversational artificial intelligence to engage in a dialog during theaudio call with the caller device to obtain the at least one audio file.The method further comprises, before determining the issue response theIVR system terminating the audio call and a text processor sending anacknowledgment text message to the caller device.

In various embodiments, transcribing the at least one audio fileincludes processing the at least one audio file using natural languageprocessing.

In various embodiments, the method further comprises automaticallyprepopulating fields in an electronic preformatted response templatewith data based on the transcription and electronically forwarding theelectronic response template to the response system.

In various embodiments, the method further comprises the response systemelectronically accessing one or more knowledge bases or systems toobtain information related to the subject matter.

In various embodiments, the method further comprises receiving audiocontent from the caller device via the audio call, storing the audiocontent as the at least one audio file, terminating the audio call withthe caller device, and texting an acknowledgement to the caller device.

In accordance with another aspect of the inventive concepts, provided isa callback system. The system comprises a transcription processorconfigured to electronically transcribe at least one audio file to forman electronic transcription, the at least one audio file associated withan audio call describing an issue. The system also includes a classifierconfigured to analyze the electronic transcription to determine conceptsand intents of the audio call, the concepts and intents indicating asubject matter of the issue, and to determine a skill group from aplurality of skill groups based on the determined concepts and intents,the skill group having a predetermined association with the subjectmatter. And the system includes a deflection processor configured toelectronically forward the transcription to a response system includingthe skill group for determination of an issue resolution. The systemfurther includes a callback processor configured to initiate an audiocallback to a caller device associated with the audio call.

In various embodiments, the deflection processor is further configuredto electronically forward the at least one audio file and/or atranscription confidence score to the response system.

In various embodiments, the system further comprises an authenticationprocessor configured to electronically authenticate a caller and/or thecaller device associated with the audio call.

In various embodiments, the authentication processor is configured toelectronically authenticate the caller and/or the caller device usingvoice biometrics authentication processing.

In various embodiments, the authentication processor is configured toelectronically access stored account information associated with theauthenticated caller and/or the caller device and the deflectionprocessor is configured to electronically forward the stored accountinformation to the response system.

In various embodiments, the system further comprises an interactivevoice response (IVR) system configured to apply natural languageprocessing and/or conversational artificial intelligence to engage in adialog with the caller device to obtain the at least one audio file. TheIVR system is configured to terminate the audio call and the deflectionand response system further comprise a text processor configured to sendan acknowledgment text message to the caller device in response totermination of the call.

In various embodiments, the transcription processor is configured totranscribe the at least one audio file includes processing the at leastone audio file using natural language processing.

In various embodiments, the system is configured to automaticallyprepopulate fields in an electronic preformatted response template withdata based on the transcription and electronically forward theelectronic response template to the response system.

In various embodiments, the response system is configured toelectronically access one or more knowledge bases or systems to obtaininformation related to the subject matter.

In various embodiments, the system is configured to receive audiocontent from the caller device via the audio call, store the audiocontent as the at least one audio file, terminate the audio call withthe caller device, and text an acknowledgement to the caller device.

BRIEF DESCRIPTION OF THE DRAWINGS

The present invention will become more apparent in view of the attacheddrawings and accompanying detailed description. The embodiments depictedtherein are provided by way of example, not by way of limitation,wherein like reference numerals refer to the same or similar elements.The drawings are not necessarily to scale, emphasis instead being placedupon illustrating aspects of the invention. In the drawings:

FIG. 1 is flow diagram representing an embodiment of aspects of a calldeflection and response method, in accordance with aspects of theinventive concepts;

FIG. 2 is an embodiment of a more detailed call deflection and responsemethod, in accordance with aspects of the inventive concepts;

FIG. 2A is an embodiment of an optional method out of a text responsesession, in accordance with aspects of the inventive concepts;

FIG. 2B is an embodiment of an optional method out of a callbackresponse session, in accordance with aspects of the inventive concepts;

FIG. 3 is an embodiment of a call deflection and response system, inaccordance with aspects of the inventive concepts;

FIG. 4 is a diagram depicting an embodiment of a caller's audiointeraction with the deflection and response system of FIG. 3 using atext response option, in accordance with aspects of the inventiveconcepts;

FIG. 4A is a diagram depicting an embodiment of a caller's audiointeraction with the deflection and response system of FIG. 3 choosing acallback response option, in accordance with aspects of the inventiveconcepts; and

FIGS. 5A through 5C depict an embodiment of text message interactionsbetween the caller's electronic device and the deflection and responsesystem of FIG. 3, in accordance with aspects of the inventive concepts.

DETAILED DESCRIPTION OF PREFERRED EMBODIMENTS

Various aspects of the inventive concepts will be described more fullyhereinafter with reference to the accompanying drawings, in which someexemplary embodiments are shown. The present inventive concept may,however, be embodied in many different forms and should not be construedas limited to the exemplary embodiments set forth herein.

It will be understood that, although the terms first, second, etc. maybe used herein to describe various elements, these elements should notbe limited by these terms. These terms are used to distinguish oneelement from another, but not to imply a required sequence of elements.For example, a first element can be termed a second element, and,similarly, a second element can be termed a first element, withoutdeparting from the scope of the present invention. As used herein, theterm “and/or” includes any and all combinations of one or more of theassociated listed items. The term “or” is not used in an exclusive orsense, but in an inclusive or sense.

It will be understood that when an element is referred to as being “on”or “connected” or “coupled” to another element, it can be directly on orconnected or coupled to the other element or intervening elements can bepresent. In contrast, when an element is referred to as being “directlyon” or “directly connected” or “directly coupled” to another element,there are no intervening elements present. Other words used to describethe relationship between elements should be interpreted in a likefashion (e.g., “between” versus “directly between,” “adjacent” versus“directly adjacent,” etc.).

The terminology used herein is for the purpose of describing particularembodiments only and is not intended to be limiting of the invention. Asused herein, the singular forms “a,” “an” and “the” are intended toinclude the plural forms as well, unless the context clearly indicatesotherwise. It will be further understood that the terms “comprises,”“comprising,” “includes” and/or “including,” when used herein, specifythe presence of stated features, steps, operations, elements, and/orcomponents, but do not preclude the presence or addition of one or moreother features, steps, operations, elements, components, and/or groupsthereof.

To the extent that functional features, operations, and/or steps aredescribed herein, or otherwise understood to be included within variousembodiments of the inventive concept, such functional features,operations, and/or steps can be embodied in functional blocks, units,modules, operations and/or methods. And to the extent that suchfunctional blocks, units, modules, operations and/or methods includecomputer program code, such computer program code can be stored in acomputer readable medium, e.g., such as non-transitory memory and media,that is executable by at least one computer processor.

Provided are a call deflection and response system and method. Inaccordance with the inventive concepts, such systems and methods canreceive voice calls via an interactive automated response system anddetermine an intent of the caller, and enable a response entity replywith a context-based personalized response in the form of an informedcallback or a content-based text message, e.g., a personalizedSMS/MMS/RCS/iMessage text message. In accordance with aspects of theinventive concepts, the system and method improve upon existingapproaches by allowing callers to leave a detailed reason for theircall, e.g., as a voicemail, and later receive a responsive callbackand/or text message or session.

The deflection and response system can utilize a callback platformand/or a chat platform, e.g., to a live chat agent or chatbot(collectively, a “chat entity”), to more quickly resolve the caller'sissue. A “chatbot” is computer program that, when executed, simulates atext conversation with human users, while a chat agent tends to be ahuman. The resolution is provided via text message to the caller, e.g.,to the caller's mobile phone. The caller can, if necessary, respond tothe text message and engage in a chat session to further pursue theissue, if necessary. The callback platform can direct the caller'sinformation and data files (e.g., including voice message transcription)to a call agent informed and prepared to address the caller's issue. Achat entity, e.g., a chatbot or chat agent, and a callback agent mayeach be referred to more generally as a “response entity” with respectto the original call and recorded voice message.

FIG. 1 is flow diagram 100 representing an embodiment of aspects of thedeflection and response method, in accordance with aspects of theinventive concepts. FIG. 2 provides a more detailed flow diagram of anembodiment of interaction between the deflection and response system anda caller. FIG. 3 provides an embodiment of a deflection and responsesystem 350.

Referring to FIG. 1, in block 110, the deflection and response system350 receives a call from a caller device 10 and records audio from thecaller e.g., which can take the form of a voicemail left throughinteraction with an IVR system 312 or 356. In block 120, the recordedaudio files are transcribed into text files. In block 130, thetranscribed text files are analyzed by a classifier to determineconcepts and intents of the caller and, based thereon, responsibilityfor the call is selectively assigned and routed to an appropriate skillgroup, e.g., from among a plurality of skill groups. The concepts andintents indicated a subject matter of the caller's issue. Each skillgroup can have a predetermined association with the subject matter,e.g., billing, technical support, cable service, Internet service, andso on. Based on the concepts and intents, a subject matter and skillgroup can be determined, e.g., using natural language processing of thetranscription text files to understand concepts and intents in thecaller's audio file. Within a skill group, there can be one or morespecialists equipped to determine an issue resolution. The skill groupis preferably selected, therefore, based on the concepts and intents ofthe caller. Specialists from each skill group preferably have access tosystems-of-record and resources needed to enable research and resolutionof the caller's issue. That is, from the recorded and transcribed audioand determined concepts and intents, one or more caller issues can bedetermined requiring resolution, e.g., billing questions, serviceinterruption, and/or service modification.

In block 140, a specialist from the selected skill group researches theissue and determines a resolution. In block 150, the specialist (aresponse entity) completes the resolution process by replying to thecaller's device with a callback or with a personalized context-basedSMS/MMS/RCS/iMessage or other text message, which can include a freeform answer and one-time rich media link, as examples. In someembodiments, the determination of whether the response is a callback ora text response is based on the caller's choice among the two optionsduring the initial call with the automated call system 310 (and IVRsystem 312). In some embodiments, the response could be a callback evenif the caller chose a text response, e.g., if the classification andskill group assignment in block 130 was unsuccessful or the research inblock 140 did not yield a result and further information were required.Although, in some embodiments, if a text response was chosen and theclassification and skill group assignment in block 130 was unsuccessfulor the research in block 140 did not yield a result, the response couldbe a text message soliciting more information and/or initiating a chatsession.

FIG. 2 is a flowchart of a more detailed embodiment of a call deflectionand response method 200, in accordance with aspects of the inventiveconcepts.

In step 210, an automated call system 310 receives a call (see arrow 1)from a caller device 10, e.g., a mobile phone. The automated call system310 can be configured to service at least one business, governmental,charitable, or other organization, and can form part of the enterprisesystem 200. The automated call system 310 can include an interactivevoice response (IVR) system 312 configured to interact with the callerusing a caller device 10, such as a mobile phone, computer, tablet,phablet, or other call device. Although a mobile phone 10 is depicted,is not at the exclusion of other electronic communication devices orsystems. Interaction between the automated call system 310 and thecaller (via caller device 10) enables the automated call system 310 toreceive information from the caller device 10, which can include audioinputs, keypad entries, a phone number or other identification of thecaller device 10, and so on.

Optionally, the automated call system 310 can be configured to providesome level of authentication using backend systems 320, which caninclude an authentication processor, a customer relationship management(CRM) system, and databases or knowledge bases 322, and/or other systemsand databases having information and resources useful or necessary forobtaining the call information.

In response to inputs from the caller device 10, the automated callsystem 310 determines a destination for the call to one or more possibleexit points. In particular, the automated call system 310 can beconfigured with capabilities to forward responsibility for the call toone or more exit points via an exit point router 330. The exit pointscan include the deflection and response system 350 and, in someembodiments, one or more other possible exit points, such as a callcenter 340 with live and/or automated call agents. In step 220, theautomated call system 310 directs the call to the deflection andresponse system 350 via the exit point router 330.

In various embodiments, the automated call system 310 can be configuredto automatically transfer responsibility for the call to the deflectionand response system 350 (as an exit point) in response to satisfactionof one or more criteria or the existence of one or more conditions. Asexamples, such criteria and/or conditions can include one or morepredetermined criteria and/or conditions, such as a wait time estimatedat or above a threshold as calculated by a wait time counter, an elapsedamount of wait time (e.g., an elapsed amount of time at or beyond apresent threshold time limit) as calculated by the wait time counter,and/or an identity of the caller, a caller account, and/or the callerdevice 10. Other conditions could additionally or alternatively existfor automatically initiating call transfer to the deflection andresponse system 350 as an exit point.

In various embodiments, the automated call system 310 can be configuredto allow the caller to select or initiate transfer of responsibility forthe call to the deflection and response system 350, e.g., by pressing akeypad button or submitting an appropriate and/or predetermined audioresponse via the caller device 10. In such embodiments, the automatedcall system 310 could be configured to solicit an input from the callerdevice 10 to affect a call transfer to the deflection and responsesystem 350 via the exit point router 330.

In some embodiments, step 220 can include indicating a response typewithin the deflection and response system 350, e.g., a text response ora callback response. In some embodiments, the response type can bedetermined based on the caller's inputs during its exchange with the IVRsystem 312. For example, the automate call system 310 can solicit aresponse type choice from the caller (device 10), e.g., in the exchangeindicated by arrow 1 in FIG. 3.

The deflection and response system 350 can be local or remote to othercomponents of an enterprise system, such as an enterprise system thatincludes the automated call system 310 and/or the backend systems 320.In various embodiments, the automated call system 310 can be configuredto transfer responsibility for the call to the deflection and responsesystem 350 by one or more computer transfer mechanisms (e.g.,TNT/Transfer Connect, SIP Refer, etc.).

In step 230, the deflection and response system 350 receives thetransferred call from the exit point router 330. The deflection andresponse system 350 includes a deflection processor 352 responsible foroverall management and tasking of the deflection and response system 350and its components. The deflection processor 352 tasks an IVR system 356to take over the call and engage with caller device 10 (see arrow 2) toobtain call information. The IVR system 356 can be, in some embodiments,a Conversational Interactive Voice Response IVR by NuanceCommunications.

In various embodiments, the deflection and response system 350optionally includes an authentication processor 353 configured toauthenticate the caller, the caller device 10, and/or a caller account,in step 233. The IVR system 356 can be configured to engage with thecaller to obtain information necessary or useful by the authenticationprocessor 353. In some embodiments, the authentication processor 353 caninteract with the various backend systems 320, as needed, for theauthentication process. Authenticated caller's data can be written to anencrypted folder and passed as electronic files via a web service to thedeflection and response system 350, which can be adapted to comply withenterprise security requirements.

In some embodiments, the authentication processor 353 can use voicebiometrics technology to authenticate the caller, e.g., by samplingenough audio data in the caller's voice interaction with the IVR system356 to perform the authentication. Any now known or later developedvoice biometrics authentication system could be used in variousembodiments. This can include leveraging previously recorded andprocessed speech by the caller and repurposing prior voice data toimprove caller authentication.

In some embodiments, the authentication processor 353 can include voicebiometrics authentication processing, e.g., such as provided byVocalPassword™ and/or FreeSpeech™, both presently offered by NuanceCommunications, Inc. VocalPassword is a biometric authentication systemthat authenticates a caller when the caller speaks a simple passphraseto validate its identity. And FreeSpeech is a biometric authenticationsystem that authenticates a caller by listening to their normalconversation with the IVR, where the input of passwords and/or PINs isnot required. The dialog example in FIG. 4 demonstrates interactionsbetween the IVR system 356 and caller device 10 where the authenticationprocessor 353 is invoked.

In some embodiments, other forms of authentication can be used, e.g.,such as techniques that use a password, a personal identification number(PIN), and/or other personally identifiable inputs.

The IVR system 356 can be configured to apply scripts, natural languageprocessing, and/or conversational artificial intelligence to engage in aconversation with the caller via caller device 10 to obtain the callinformation (e.g., see FIG. 4), including for the optionalauthentication processing discussed above. The IVR system 356 can engagewith the caller device 10 to populate pre-existing call templatesultimately useful by a skill group for resolving the caller's issue.

In some embodiments, the IVR system 356 can interact with a wait timecounter to determine an estimated wait time for availability of a liveagent, and can indicate the estimated wait time to the caller as part ofits caller interaction. The IVR system 356 can obtain call informationand invite the caller to leave a voicemail describing the issue, whichcan form at least part of the call information. Therefore, the callinformation can include caller audio information, which can be recordedby the IVR system 356, in step 230. The call information can alsoinclude a caller identity and/or caller account information. The callinformation can be stored as electronic information, which can include aphone number and account information associated with the caller and/orthe caller device 10 as well as the recorded audio. Some or all of thefiles can be encrypted.

Once the caller has left its voicemail and it has been recorded, the IVRsystem 356 can terminate the call with the caller device 10, in step235. The deflection and response system 350 can task its text processor358 to send a text message (see arrow 3) to the caller's device 10confirming the issue to be resolved and/or that a resolution will beforthcoming later via text message, in step 237. The text message caninclude a ticket and/or tracking number. The test message can becommunicated to the caller device 10 via a multi-media messaging gateway380.

In step 240, the deflection processor 352 tasks a transcriptionprocessor 354 to transcribe the stored audio files from the callerinformation, such as a caller voice message, producing transcribed audiofiles and information. Transcribing the spoken and/or recorded audiowords can be done in real-time or from stored audio files using, forexample, a Transcription Engine/Natural Language Engine, such as theNuance Transcription Engine (NTE) or other speech-to-text engine, todetermine concepts and intents associated with the call. Thetranscription processor 354 can assign a transcription confidence scoreto the transcription.

In step 250, a classifier 355 analyzes the call information, includingthe stored transcribed audio files, to determine concepts and intents ofthe caller. The classifier 355 can implement various techniques foranalyzing and understanding concepts and intents of the caller from atleast the transcribed audio files. In some embodiments, the classifier355 can analyze the transcribed text for the presence of meaningfuland/or predetermined words, phrases, and concepts in the transcription.In some embodiments, the classifier 355 can be configured to utilizenatural language processing and understanding techniques and/orconversational artificial intelligence techniques for determining theconcepts and intents.

The classifier 355 may further access account information of anauthenticated caller, which may be included or indicated in the callinformation files, or accessible from backend systems 320. Such accountinformation could indicate an account status, a past due account, aservice interruption, a prior service call, a recent change in serviceoptions, and so on. Such information can be used as a meaningful contextfor interpreting the transcribed audio to determine the concepts andintents and, ultimately, the issue to be resolved.

The classifier 355 determines an appropriate skill group to takeresponsibility for the call based on the determined contents andintents. Once the skill group is determined, the deflection and responsesystem 350 can prepare and send information and files, preferablygrouped in an electronic folder, to a response system 360 including theselected skill group. The electronic folder can include the transcribedtext from the caller's audio, and one or more of a transcriptionconfidence score, the caller audio files, a customer identification,authentication credentials, and other data from the backend systems 320,as well as an identification of an assigned skill group. The deflectionand response system 350 can prepare preformatted research templates(e.g., based on the selected skill group) and a preformatted “canned”response template with data-fill used to populate available responseinformation. These files can be included in the folder sent to theresponse system 360. The assigned specialist from the selected skillgroup will complete and finalize the response.

The response system 360 tasks a resolution processor or system 362 todetermine a resolution to the caller's issue, in step 260. Depending onthe caller's issue, as examples, the resolution can be a solution to aproblem, information satisfying an information request, a serviceordered, adjusted, or cancelled, a billing adjustment, an accountinformation update, instructional content, or any other action orcontent responsive to the caller's issue.

The resolution system 362 assigns responsibility for the call to theskill group selected by the deflection and response system 350. Withinthe selected skill group, a specialist (A, B, . . . ) can takeresponsibility for the resolution. The resolution system 362 can accessbackend systems 320 and knowledge bases 322 and/or third-party systems370 to research the issue and determine a resolution, candidateresolutions, and/or resolution options. Such third-party systems 370 caninclude, but are not limited to, information systems, diagnosticsystems, subject matter expert systems, and the like. The back endsystems 320 and knowledge bases 322 and/or third-party systems 370 canserve as research information sources, e.g., electrically accessible bythe resolution system 362. In some embodiments, the resolution system362 can assign the call resolution to a skill group or specialist, i.e.,a response entity, after automatically querying the backend systems 320and/or the 3^(rd) party systems 370 and, optionally, the assignedresponse entity could subsequently access the backend systems 320 and/orthe 3^(rd) party systems for further information.

Depending on the response type indicated by the caller, e.g., textresponse or callback response, the resolution system 362 can forward theissue response information to either a text processor 364 (step 270) ora callback processor 365 (step 280).

In step 270, the text processor 364 generates and sends a text message(arrow 4) to the caller's electronic device 10 with an issue responsecommunicating the resolution determined in step 260. The test messagecan be communicated to the caller device 10 via a multi-media messaginggateway 380.

In various embodiments, the response (arrow 4) to the caller can be aSMS/MMS/RCS/iMessage text message or an Apple Business Chat message thatsupports rich media, such as videos, GIFs, deep links, and transmitsin-call multimedia. The text message preferably resolves the issue. But,in the event that the text message does not provide a final resolution,the text message can serve as a first message in a text or chat sessionbetween the caller at the electronic device 10 and a chat entity at theresponse system 360. Therefore, in some embodiments, the text processor364 can remain in a chat session with the electronic device 10 until thesession is terminated by the electronic device 10 or is timed out.

If the caller indicated a callback response type, rather than a textresponse type, the method moves from step 260 to step 280 in FIG. 2. Instep 260, a specialist from the appropriate skill group of theresolution system 362 researches the issue and in step 280 a call agentcalls back the caller (e.g., at caller device 10 or other call deviceindicated by the caller) via the callback processor 365. The callbackprocessor 365 creates a callback record containing the caller contact,callback time, and personalized context-based details about the issueresponse. The record is then inserted into the callback queue 366 untilresources are available on the voice media gateway 390 to perform thecallback. A specialist who initiates a callback or handles a scheduledcallback can use the details in the callback record to address thecaller's issue.

Thus, in step 280, the resolution system 362 invokes the callbackprocessor 365 to generate a callback event request, which includespersonalized context-based details about the response, in a callbackqueue 366 that initiates an immediate or scheduled voice callback to thecaller's electronic device 10. In various embodiments, the callbackqueue 366 stores all callback records and retains the caller's positionin the queue.

The voice callback response (arrow 5 in FIG. 3) to the caller willconnect the caller device 10 with a specialist and also contain anycontext-based details identified by the resolution processor 362 toassist the specialist in resolving the caller's issue. In variousembodiments, a voice media gateway 390 provides the telephony resourcesto initiate the callback to the caller and connect the specialist to thecaller device, again arrow 5 in FIG. 3. Therefore, in step 280, thecallback processor 365 initiates a voice call (arrow 5) to the caller'sdevice 10 using the voice media gateway 390 at the time specified in thecallback record in the callback queue 366.

In some embodiments, the resolution system 362 and the text processor364 can include or take the form of a chat platform including and/oraccessible by one or more chat agents or chatbots, as a chat entity.That is, in some embodiments, the response system 360 can be a chatplatform. In some embodiments, the chat platform can take the form of orinclude, for example, the Nina® platform provided by NuanceCommunications, Inc., which is an intelligent enterprise virtualassistant that integrates with the popular internet-of-things (IoT).

The resolution system 362 can include a plurality of different skillgroups, each comprised of specialists (A, B, . . . ). The resolutionsystem 362 can be configured to route the call responsibility, andassociated files, to a particular skill group corresponding to thedetermined concepts and intents indicated by the deflection and responsesystem 350. For instance, a billing issue can be routed to a billingskill group, a request for new services can be routed to a salesskill/chat group, a technical issue can be routed to a technician orengineer skill/chat group, and so on. Within the appropriate skill/chatgroup, a particular specialist A, B, . . . within the group, whether achat agent or chatbot, can take responsibility for resolution of thecall.

Preferably, an assigned chat entity has access to and training on all ofthe necessary billing, CRM systems, knowledge bases, and othersystems-of-record necessary to enable and empower that chat entity toaccess enough information to resolve that caller's issue in as few stepsas possible, preferably with a first and only text message (arrow 4).Such access can allow a chat agent or a chatbot to personalize a textresponse based on that specific and unique caller's intent and account.The result is an improved caller experience and service delivered at afar lower cost. Each successfully deflected call yields an immediatefinancial benefit in the form of lower cost of transaction, andpotentially a mid and long-term benefit by moving the caller from ahigh-cost service channel (Voice) to a lower cost digital channel on anongoing basis.

Therefore, provided is a deflection and response system and method thatdeflect voice calls to an appropriate skill group and specialist withinformation necessary to resolve a caller's issues with, preferably, asingle text message response. In some embodiments, the caller can statea reason for the call and responsibility for resolution of the issueraised by the caller can be deflected to a response system 360, for acallback response from a specialist or a text message response by a chatentity, e.g., a chat agent or a chatbot. Therefore, according to themethod, calls can be handled by the IVR system 356 of the deflection andresponse system 350, where the caller is prompted to provide a detailedreason for the call, from which a context, concepts, caller intents,and/or caller issue can be determined so that an assigned responseentity, e.g., a chat agent/bot or call agent, can resolve the caller'sissue with minimal inconvenience to the caller.

In various embodiments, the caller's voice message is transcribed by thetranscription processor 354, e.g., using natural language understanding(NLU) technology, to determine concepts and intents of the call, from atleast the transcribed audio. Based on the determined concepts andintents, the deflection processor 352 routes responsibility for the callto the response system 360, which includes a resolution system 362, atext processor 364 and a callback processor 365. The resolution system362 can include one or more skill groups, where each skill group canhave a predefined subject matter area of responsibility, skill, orexpertise. A skill group can be a specialized group that could bepredefined on the resolution system 362. A skill group can include oneor more response entities, such as human call agents or chat entities,e.g., chat agents and/or chatbots, which are available for resolving theissue. Response entities of a skill group can be specialists havingcompetency, skills, experience, and information access necessary toresolve the caller's issue.

In various embodiments, the deflection and response system 350 andmethod 100/200 will:

-   -   Transcribe the caller's voice message    -   Categorize intent/issue of the voice message using an NLU        classifier    -   Optionally, authenticate the caller using biometrics or other        technology    -   Obtain customer account information and metadata from CRM, the        caller's electronic device, or other systems    -   Assign the call, based on the intent/issue, to a response entity        of a resolution system, such as a human agent, a chatbot, or a        chat agent    -   Send an immediate automated acknowledgement to the caller        device, advising the caller that its message was received,        assigned to a response entity, a “ticket/customer” number was        assigned, and that a reply to their issue will be sent when        researched    -   Research the issue (e.g., question/request)    -   Resolve caller's issue by replying with an informed callback or        a context-based text-message that includes a personalized        response, e.g., with free form answer and one-time rich media        link

In various embodiments, all of the above functions can be automated,provided with minimal or no human interaction within the deflection andresponse system 350.

Preferably, the resolution system 362 will have available to ittranscriptions, audio files, and/or customer information such that theassigned response entity will be able to research the caller's issueand, in the case of a text response, send a chat message to the callervia the text processor 364, e.g., over SMS/RCS/iMessage, with a responseto the caller's issue. The objective is to provide the response entitywith enough information to enable the response entity to resolve thecaller's issue in one responsive callback or text message.

In various embodiments, the transcription processor 354 can beconfigured to generate the transcriptions with a transcriptionconfidence score. If the confidence score is above a certain threshold,and an issue can be determined, the deflection and response system 350can text a message to the caller device 10 that the issue is beingworked. If the confidence score is below the threshold, and an issuecannot be determined, the deflection and response system 350 cancommunicate with the caller to obtain more information or performadditional analysis.

The deflection and response system 350 can be configured to deflectresponsibility for the call based on the determined concepts and intentsto a particular skill group from a plurality of available specializedskill groups. Each specialized skill group can have a specific subjectmatter expertise, skill, and/or area of responsibility. Each skill groupcan be a different skill group on of the resolution system 362. Aresponse entity, e.g., a human call agent or a chatbot or a chat agent(either a “chat entity”), within the specialized skill group can beassociated with resolving the caller's issue. In various embodiments,the response entity can receive at least the following information:

-   -   Asynchronous chat/callback request    -   Ticket/case/customer number    -   Transcribed text    -   Issue Category/Intent/Summary    -   Customer info/container/metadata    -   Audio files (e.g., in NTE format)    -   Transcription confidence score    -   Preformatted research template (e.g., based on issue category or        subject matter)    -   Preformatted canned response with data-filled fields

A folder can be created that includes a set of files associated with thecall and the responsibility to resolve the caller's issue. The set offiles can include transcribed text from audio, customer identificationand authentication credentials, such as CRM and other data, an .mp4audio file, a transcription confidence score, and identification orindication of response entity assigned. This folder can be routed to aresponse entity for resolution. One or more files, or the entire folder,and can be encrypted.

In some embodiments, a separate process can be used create a trackingticket assigned for each transaction, i.e., caller issue. The trackingticket can be used by the customer if it needs to follow up on thetransaction. The tracking number and an acknowledgement can be sent tothe caller's electronic device 10 via an SMS/MMS/RCS/iMessage textmessage (or other form of text or chat message) using a multi-mediamessaging gateway 380.

Once the issue is researched and a response determined, the responsesystem 360 sends the personalized text message as a response (arrow 4)to the caller's electronic device 10 or initiates a callback (arrow 5)to the caller's electronic device 10, depending on the indicatedresponse type. In various embodiments, in the case of a text response, achat session remains (also arrow 4) with the chat entity or isreassigned and transferred to a separate chat entity (or chat group)responsible for keeping the chat session open for the caller in case afurther response is immediately necessary. At this stage, the chatsession can be treated the same as other asynchronous chats on a chatplatform.

FIG. 2A is an embodiment of an optional method out of a text responsesession, in accordance with aspects of the inventive concepts. Themethod out can be initiated by the user of the electronic device 10responding to the text response or terminating a text chat session inany of a number of manners. Termination by the user of the electronicdevice 10 can take the form of responding to a text message or ending atext chat session with a departing salutation or confirmation of issueresolution, a technological end to the chat session, e.g., closing thetext/chat application, opting to speak with a live operator, or optingfor a callback response, i.e., shifting from a text response type to acallback response type.

From step 270 in FIG. 2, the method can proceed to step 272 of FIG. 2A,where the caller, via the electronic device 10, can indicate if theissue is resolved, e.g., by an electronic message responsive to theresponsive text message or chat session from the text processor 364. Ifyes, the method can terminate or “END.” If no, the user can, in someembodiments, transition to a live agent or live agent queue in step 274,e.g., at call center 340 or a specialist from a skill group on theresolution system 362. Or, in step 272, the caller can opt for acallback in step 276.

If a callback is chosen, the user can be prompted to leave a message in278. If the user declines to leave a message in step 278, the originalfiles, forms, research, and/or information generated from the originalcall in steps 230-260 in FIG. 2 can be maintained by the resolutionsystem 362 for further issue resolution. This original files, forms,research, and/or information can be augmented with information from theconcluding text session, e.g., text transcripts, for use by a specialistfrom the appropriate skill group to determine the further issueresolution. The specialist, after further analysis and/or research caninitiate a callback via callback processor 365 (step 280) and voicemedia gateway 390 (arrow 5).

If, in step 278, the user chose to leave a message, the user couldrecord an audio message and text the audio message back to the textprocessor 364. In various embodiments, the resolution system 360 couldforward the audio message to the deflection and response system 350 foraudio processing (step 240 in FIG. 2), e.g., by the transcriptionprocessor 354. The original files, forms, research, and/or text exchangecould be maintained by the resolution system 362 and augmented withinformation from the concluding text session, e.g., text transcripts,and the audio message and associated files generated by the deflectionand response system 350 from processing of the audio message, e.g.,transcription files. Within the resolution system 362, a specialist fromthe appropriate skill group is assigned for issue resolution processingand callback via callback processor 365 and voice media gateway 390(arrow 5).

FIG. 2B is an embodiment of an optional method out of a callbackresponse session in step 280, in accordance with aspects of theinventive concepts. In this method, a determination is made of whetheror not the issue has been resolved in step 282 by the callback. If theissue has been resolved, the method proceeds to “END.” The call can beterminated by, for example, the caller via electronic device 10.

But if the issue was not resolved, and the callback needs to beterminated for further research and/or a different skill group orspecialist, the caller can be given the option to be transferred to adifferent live agent or be put in a live agent queue in step 284, e.g.,at call center 340 or a specialist from a skill group on the resolutionsystem 362. Otherwise, the caller can be given an option to receive atext response in step 286 or receive another callback response in step288, e.g., by the same or a different skill group or specialist.

In any callback scenario, the callback can be recorded. If recorded, andsubsequent text response or callback response is needed, the recordedaudio can be processed by the deflection and response system 350 (step240 in FIG. 2). The original files, forms, research, and/or informationgenerated from the original call can be maintained for use by theresponse entity for the subsequent text or callback response. In someembodiments, the original files, forms, research, and/or information canbe augmented by information from the callback, e.g., an audio recordingof the callback, a transcription of the callback, and/or response entitysystem entries and/or notes, as examples—also for use by the responseentity for the subsequent text or callback response. In someembodiments, the caller can be given the option to leave a voicemessage, whether the callback was recorded or not. If so, the recordedaudio message can be processed by the deflection and response system 350as discussed above and used as part of the augmented information usedsubsequently by the response entity.

In some embodiments, if the subsequent response type was indicated to beanother callback, transfer to the deflection and response system 350 canbe omitted. Information from the concluding callback, e.g., recordedaudio, can be forwarded to the resolution system 362 for response entityanalysis, where the response entity preferably also has access to theinformation and files generated from the original call. The responseentity can be the same call agent specialist that conducted the originalcallback, or a different call agent specialist. If there is recordedaudio from the original callback exchange, it does not have to beprocessed by the deflection and response system 350 before going to theresolution system 362, such additional deflection and response system350 processing can be optional. In some instances, the specialist thatconducted the concluding callback can direct the issue to a differentskill group and/or specialist for further processing and response withany recorded audio and system entries or notes from the originalcallback being electronically forwarded, stored, or otherwise madeavailable for use by the different skill group and/or specialist.

FIG. 4 is a diagram depicting an embodiment of an audio interactionbetween the caller using caller deice 10 and the deflection and responsesystem 350 of FIG. 3, in accordance with aspects of the inventiveconcepts. The interaction is depicted as arrow 2 in FIG. 3. In FIG. 4,an audio dialog is shown between the caller on electronic device 10 andthe IVR system 356 of the deflection and response system 350. In 4-1,the IVR system 356 advises the caller of the wait time and offers thecaller the option to use the deflection and response system 350 (or the“resolution and text message services”). In 4-2, the caller replies“yes,” indicating that the deflection and response system 350 shouldcontinue the dialog. In 4-3 and 4-4 the caller is authenticated using anauthentication processor, e.g., authentication processor 353.Authentication, such as voice biometrics authentication, is optional andcan be provided as described herein above for example.

In 4-5, the caller is prompted by the IVR system 356 to provide acomplete description of the reasons for the call, which is latertranscribed to determine the issue needing resolution. In 4-6, thecaller acknowledges the prompt and, in 4-7, the caller states itsmessage. In 4-8, the IVR system 356 acknowledges the caller's audiomessage and provides a response indicating that the issue resolutionwill be later texted to the caller's device 10.

FIG. 4A is a diagram depicting another embodiment of an audiointeraction between the caller using caller deice 10 and the deflectionand response system 350 of FIG. 3, in accordance with aspects of theinventive concepts. The interaction is depicted as arrow 2 in FIG. 3. InFIG. 4A, an audio dialog is shown between the caller on electronicdevice 10 and the IVR system 356 of the deflection and response system350. In 4-11, the IVR system 356 advises the caller of the wait time andoffers the caller the option to use the deflection and response system350 (or the “resolution and text message services”). In 4-12, the callerreplies “yes,” indicating that the deflection and response system 350should assume responsibility for the dialog. In 4-13 the deflection andresponse system 350 asks the caller whether he prefers a callback or atext response. In 4-14 the caller requests a callback.

In 4-15 the deflection and response system 350 indicates that the callerhas been authenticated, which can be optional. In 4-15, the caller isalso prompted by the IVR system 356 to provide a complete description ofthe reasons for the call, which is later transcribed to determine theissue needing resolution. In 4-16, the caller acknowledges the promptand states its message. In 4-17, the IVR system 356 acknowledges thecaller's audio message and provides a response indicating that the issuewill be forward to a specialists and asking the caller if he would liketo keep his place in a callback queue or indicate a preferred callbacktime. In 4-18 the caller replies to the question, to keep his place inthe callback queue. Subsequently, the deflection and response system 350preforms the above indicated processing and transitions the resultingfiles to the response system 360, where the resolution system 362 makesthe original files and information available to the appropriate responseentity, here a call agent or specialist. Subsequently, the specialistconducts the callback to the caller device 10, or other designatedcallback device, arrow 5 in FIG. 3.

FIGS. 5A through 5C depict an embodiment of text interactions betweenthe caller and the deflection and response system 350 of FIG. 1, inaccordance with aspects of the inventive concepts. These figures depictan embodiment of a possible text exchange between the deflection andresponse system 350 and the caller's device 10 following the exchangebetween the IVR system 356 and the caller's device 10 in FIG. 4.

In FIG. 5A, the deflection and response system 350 sends anacknowledgement text to the caller's device 10. The communication isdepicted by arrow 3 in FIG. 3. The acknowledgment text can be sent bythe response system 360. In this embodiment, the text introduces a chatentity, here “Monica,” and identifies the perceived issue, in message1/4. In message 2/4, the text processor 364 provides a ticket number.The issue was determined, at least in part, based on the caller's voicemessage (see 4-7 in FIG. 4). This communication is depicted by arrow 3in FIG. 3.

In FIG. 5B, in message 3/4, a new text from a specialized chat entity(or skill group) of the resolution system 362, here “John,” introduceshimself and provides the problem resolution—second movie charge iscredited. As a chat entity, John can be a live chat agent or a chat bot,as examples. This communication is depicted as arrow 4 in FIG. 3.

In FIG. 5C, the chat platform 355 sends a follow-up message 4/4indicating a further resolution of the issue—also waiving the firstmovie charge. The second resolution message 4/4 is optional and at thediscretion of the chat entity. This communication is also depicted asarrow 4 in FIG. 3.

Provided, therefore, are a call deflection and response system andmethod; such systems and methods can deflect voice calls to a specificskill group of a response system, which is configured to resolvecaller's issue by replying with context-based personalized response inthe form of an informed callback or a SMS/MMS/RCS/iMessage text messageor chat message or session, as examples. Callers are allowed to leave adetailed reason for their call with the IVR system of the deflection andresponse system, concepts and intents are determined from the caller'smessage. Based, at least in part, on the determined concepts andintents, the call is directed to a selected skill group of a resolutionsystem to more quickly resolve the caller's issue or request. Theresolution is provided via callback or text message to the caller, e.g.,to the caller's mobile phone.

Systems and methods in accordance with the inventive concepts can beused broadly for all callers, callers on hold beyond a certain timethreshold, callers having a particular issue, or they can be targeted tocertain caller segments, such as high value, high volume, millennials,or other defined caller segments.

While the foregoing has described what are considered to be the bestmode and/or other preferred embodiments, it is understood that variousmodifications can be made therein and that the invention or inventionsmay be implemented in various forms and embodiments, and that they maybe applied in numerous applications, only some of which have beendescribed herein. It is intended by the following claims to claim thatwhich is literally described and all equivalents thereto, including allmodifications and variations that fall within the scope of each claim.

It is appreciated that certain features of the invention, which are, forclarity, described in the context of separate embodiments, may also beprovide in combination in a single embodiment. Conversely, variousfeatures of the invention which are, for brevity, described in thecontext of a single embodiment may also be provided separately or in anysuitable sub combination.

For example, it will be appreciated that all of the features set out inany of the claims (whether independent or dependent) can combined in anygiven way.

What is claimed is:
 1. A call processing system, comprising: anautomated call system configured to: receive an audio call from a callerdevice; and solicit a response from a caller; an exit point routerconfigured to transfer responsibility for the audio call to one or moreexit points based on input received from the caller; and a deflectionand response system comprising a text processor, wherein the textprocessor is configured to send a text message to the caller device. 2.The system of claim 1, wherein one of the one or more exit pointscomprises the deflection and response system.
 3. The system of claim 1,wherein one of the one or more exit points comprises a call center. 4.The system of claim 1, wherein the text processor is further configuredto engage in a chat session with the caller.
 5. The system of claim 4,wherein the deflection and response system further comprises a callbackprocessor.
 6. The system of claim 5, wherein the deflection and responsesystem is configured to terminate the chat session and initiate acallback via the callback processor.
 7. The system of claim 1, whereinthe text message is an SMS message or an Apple Business Chat message. 8.The system of claim 1, wherein the input received from the callercomprises a keypad response.
 9. The system of claim 1, wherein the inputreceived from the caller comprises an audio response.
 10. The system ofclaim 1, wherein the input received from the caller comprises a lack ofresponse.
 11. A call processing method, comprising: receiving an audiocall from a caller device at an automated call system; soliciting aresponse from a caller; based on input received from the caller,transferring responsibility for the audio call to a deflection andresponse system, said deflection and response system comprising a textprocessor; and sending a text message from the text processor to thecaller device.
 12. The method of claim 11, further comprisingdetermining a destination for the audio call from a selection of one ormore exit points.
 13. The method of claim 12, wherein one of the one ormore exit points comprises the deflection and response system.
 14. Themethod of claim 11, wherein one of the one or more exit points comprisesa call center.
 15. The method of claim 11, further comprising engagingin a chat session with the caller.
 16. The method of claim 15, furthercomprising terminating the chat session and initiating a callback. 17.The method of claim 11, wherein the text message is an SMS message or anApple Business Chat message.
 18. The method of claim 11, wherein theinput received from the caller comprises a keypad response or an audioresponse.
 19. The method of claim 11, wherein the input received fromthe caller comprises a lack of response.
 20. A call processing system,comprising: an automated call system configured to: receive an audiocall from a caller device; and solicit a response from a caller; an exitpoint router configured to transfer responsibility for the audio call toa deflection and response system, wherein the deflection and responsesystem comprises a text processor configured to send a text message tothe caller device.